Patents by Inventor Hila Kneller
Hila Kneller has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11790302Abstract: Calculating a score for a chain of interactions in a call center may include: during a first training phase, train a first model which, given an interaction and interaction metadata, predict an initial estimated customer satisfaction score; during a second training phase, train a second model which, given an interaction and interaction metadata, text and metadata of an immediately preceding interaction in a chain of interactions, and features of the chain, predict a refined estimated customer satisfaction score; and during an inference phase: given a chain of interactions and metadata of each interaction, compute an initial estimated customer satisfaction score for each interaction using the first model; beginning with a second interaction in the chain and metadata of each interaction, compute a refined estimated customer satisfaction score for each interaction using the second model; combine the interaction scores into a combined customer satisfaction score; and output the score.Type: GrantFiled: December 16, 2019Date of Patent: October 17, 2023Assignee: NICE LTD.Inventors: Lior Ben Eliezer, Hila Kneller, Gennadi Lembersky
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Patent number: 11676067Abstract: A system and method for creating input data to be used to train a conversational bot may include receiving a set of conversations, each conversation including sentences, classifying each sentence into a dialog act taken from a number of dialog acts, for each set of sentences classified into a dialog act, clustering the set of sentences into clusters based on the content (e.g. text) of the sentences, each cluster having a cluster name or label, and generating a language model based on the cluster labels. Slots may be identified in the sentences based in part on the dialog act classifications. A bot may be trained using data such as the slots, language model, and clusters.Type: GrantFiled: February 14, 2020Date of Patent: June 13, 2023Assignee: Nice Ltd.Inventors: Hila Kneller, Lior Ben Eliezer, Yuval Shachaf, Gennadi Lembersky, Natan Katz
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Patent number: 11507743Abstract: A method, system, and non-transitory processor-readable storage medium for automatic key phrase rule generation for automatic key phrase extraction including: receiving a corpus sample including a plurality of documents containing text, receiving a plurality of identified key phrases which relate to a topic of the text of at least one corresponding document; assigning a part-of-speech to each word in the corpus sample; generating a part-of-speech pattern from each identified key phrase; and generating key phrase rules.Type: GrantFiled: February 28, 2017Date of Patent: November 22, 2022Assignee: NICE LTD.Inventors: Inna Achlow, Naomi Zeichner, Hila Kneller
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Publication number: 20220283922Abstract: A system and method for segmenting or dividing a series of computer-based actions, for example into sentences, may provide a sequence of subsets of the series of actions to a neural network using a sliding window, and divide or segment the series actions into segments at points where the loss of the neural network is above a threshold. The dividing may include, for each of a sequence of computer-based actions within a sliding window determining if the sequence when provided to the neural network corresponds to a loss above or equal to a threshold, and if so, determining that an action in the sequence of actions within the sliding window should not be part of a segment or sentence being created.Type: ApplicationFiled: March 2, 2021Publication date: September 8, 2022Applicant: Nice Ltd.Inventors: Yuval SHACHAF, Yaron Moshe BIALY, Eran ROSEBERG, Hila KNELLER
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Publication number: 20210256417Abstract: A system and method for creating input data to be used to train a conversational bot may include receiving a set of conversations, each conversation including sentences, classifying each sentence into a dialog act taken from a number of dialog acts, for each set of sentences classified into a dialog act, clustering the set of sentences into clusters based on the content (e.g. text) of the sentences, each cluster having a cluster name or label, and generating a language model based on the cluster labels. Slots may be identified in the sentences based in part on the dialog act classifications. A bot may be trained using data such as the slots, language model, and clusters.Type: ApplicationFiled: February 14, 2020Publication date: August 19, 2021Applicant: Nice Ltd.Inventors: Hila KNELLER, Lior BEN ELIEZER, Yuval SHACHAF, Gennadi LEMBERSKY, Natan KATZ
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Publication number: 20210182761Abstract: Systems and methods of calculating a score for a chain of interactions in a call center, during a first training phase, train a first model which, given an interaction and interaction metadata, predict an initial estimated customer satisfaction score; during a second training phase, train a second model which, given an interaction and interaction metadata, text and metadata of an immediately preceding interaction in a chain of interactions, and features of the chain, predict a refined estimated customer satisfaction score; and during an inference phase: given a chain of interactions and metadata of each interaction, compute an initial estimated customer satisfaction score for each interaction using the first model; beginning with a second interaction in the chain and metadata of each interaction, compute a refined estimated customer satisfaction score for each interaction using the second model; combine the interaction scores into a combined customer satisfaction score; and output the score.Type: ApplicationFiled: December 16, 2019Publication date: June 17, 2021Applicant: NICE LTD.Inventors: Lior BEN ELIEZER, Hila Kneller, Gennadi Lembersky
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Patent number: 11005995Abstract: A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.Type: GrantFiled: February 10, 2019Date of Patent: May 11, 2021Assignee: NICE LTD.Inventors: Hila Weisman, Raanan Gonen, Rana Daoud, Hila Kneller
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Patent number: 10956914Abstract: Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.Type: GrantFiled: September 9, 2019Date of Patent: March 23, 2021Assignee: NICE LTD.Inventors: Hila Kneller, Gennadi Lembersky
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Patent number: 10847136Abstract: Systems and methods for mapping a customer journey in an interactive voice response (IVR) system to a category from a categories list, build a directed graph based on one or more sample IVR customer journeys; generate a black list based on the directed graph; for a given customer journey: filter one or more non-informative menus from the plurality of available menus based on the black list; concatenate the respective associated menu prompt of each menu that was not filtered, and one or more user responses to one or more menu prompts from the series of interactions in the given customer journey, into a concatenated word string; calculate a similarity score between the concatenated word string and a category name of each category from the categories list; and map the given customer journey to the category whose category name produces the highest similarity score.Type: GrantFiled: September 6, 2018Date of Patent: November 24, 2020Assignee: NICE LTD.Inventors: Hila Kneller, Yuval Shachaf, Gennadi Lembersky
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Publication number: 20200195779Abstract: A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.Type: ApplicationFiled: February 10, 2019Publication date: June 18, 2020Applicant: Nice Ltd.Inventors: Hila Weisman, Raanan Gonen, Rana Daoud, Hila Kneller
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Publication number: 20200082822Abstract: Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.Type: ApplicationFiled: September 9, 2019Publication date: March 12, 2020Applicant: NICE LTD.Inventors: Hila KNELLER, Gennadi LEMBERSKY
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Publication number: 20200082810Abstract: Systems and methods for mapping a customer journey in an interactive voice response (IVR) system to a category from a categories list, build a directed graph based on one or more sample IVR customer journeys; generate a black list based on the directed graph; for a given customer journey: filter one or more non-informative menus from the plurality of available menus based on the black list; concatenate the respective associated menu prompt of each menu that was not filtered, and one or more user responses to one or more menu prompts from the series of interactions in the given customer journey, into a concatenated word string; calculate a similarity score between the concatenated word string and a category name of each category from the categories list; and map the given customer journey to the category whose category name produces the highest similarity score.Type: ApplicationFiled: September 6, 2018Publication date: March 12, 2020Applicant: Nice Ltd.Inventors: Hila Kneller, Yuval Shachaf, Gennadi Lembersky
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Publication number: 20180246872Abstract: A method, system, and non-transitory processor-readable storage medium for automatic key phrase rule generation for automatic key phrase extraction including: receiving a corpus sample including a plurality of documents containing text, receiving a plurality of identified key phrases which relate to a topic of the text of at least one corresponding document; assigning a part-of-speech to each word in the corpus sample; generating a part-of-speech pattern from each identified key phrase; and generating key phrase rules.Type: ApplicationFiled: February 28, 2017Publication date: August 30, 2018Inventors: Inna ACHLOW, Naomi ZEICHNER, Hila KNELLER
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Patent number: 9787838Abstract: A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.Type: GrantFiled: September 29, 2016Date of Patent: October 10, 2017Assignee: NICE-SYSTEMS LTDInventors: Gennadi Lembersky, Hila Kneller, Jeffrey Stern